1. What is the complimentary speed upgrade all about?

We launched a 1Gbps plan, and introduced new retail subscription fees for our 100Mbps and 500Mbps TIME Fibre Home Broadband plans.

We want to make sure that our existing subscribers (before 7 October 2018) get to enjoy these new higher speed plans so you’ve been automatically upgraded! You get to enjoy your new speed at the lower retail price or continue to pay your current subscription fee, whichever is lower. On top of that, there are no changes to your contract term.

Thank you for sticking with us and we hope you’ll have lots of fun with your new speeds.

*Astro IPTV subscribers: The complimentary speed upgrades are not currently available for Astro IPTV subscriptions, but we are continuously working with our partners to provide you with better plans. If you have further queries, kindly contact Astro Customer Service.

**TIME Fibre Business Internet subscribers: The automatic speed upgrade and price adjustment is not currently available, but we are working very hard to improve the services we deliver to you. Please stay tuned.

2. I have subscribed to TIME Fibre Home Broadband but my service has not been activated yet. Am I eligible?

Of course you are! We’ll get you set up on the plan that you’ve subscribed to on the installation date you’ve chosen. Within a week of activation, you too will be upgraded.

If you’ve selected the 12-month contract option, however, you will be required to make the payment of the one-time charge of RM300 by 7th October 2018 in order to receive your upgrade.

3. How do I know if my speed has been upgraded?

We’ll send you an email and text message once it’s done, and you can log in to Self Care to view your updated subscription information. You can also perform a speed test here.

We always recommend performing a speed test by connecting your desktop or laptop computer to your router using a CAT-5e LAN cable, as you may not be able to achieve full speeds over WiFi. Click here to learn how you can have the best experience over WiFi.

4. I’ve checked but it doesn’t look like my speed has been upgraded. What do I do?

Please try restarting your router and performing another speed test. We always recommend performing a speed test by connecting your desktop or laptop computer to your router using a CAT-5e LAN cable, as you may not be able to achieve full speeds over WiFi.

Click here to learn how you can have the best experience over WiFi. If nothing works, please get in touch with us at 1800 18 1818 or cs@time.com.my and our Support Ninjas will be at your service.

5. Will my current TIME-provided router be able to deliver the new speed I have been upgraded to?
Our TP-Link AC1200 and D-Link DIR-882 routers are capable of delivering speeds of up to 1Gbps over a wired connection, and up to 500Mbps over WiFi.

6. Will all my devices be compatible with these speeds?

Newer desktop and laptop computers that come with a Gigabit Ethernet (GE) port are capable of reaching speeds beyond 100Mbps (as opposed to Fast Ethernet ports) over a wired connection. Most wireless devices in the market, however, are not yet capable of reaching speeds beyond 500Mbps. The bright side is that they’re more than capable of handling your online activities. Click here to check out how most of these devices typically perform in a household.

For more tips on making the most of your broadband speed, check out TIME Hacks.

If you’ve been with us for at least 12 months and we have not upgraded your router during this time, you’re eligible for a complimentary upgrade now. Don’t worry if you do not fulfill this criteria, you’re still able to purchase a new router at a subsidised price. You can head to Self Care to complete your request for either option.

7. When will I be getting the new subscription fees?
The new subscription fees will be reflected in bills that are issued from 15 October 2018 onwards.

8. Can I upgrade or downgrade my plan if I want something else?

Yes, you can modify your plan on Self Care, but any discounts you may currently be enjoying will not be carried over to your new plan.

Please refer to the table below for more details.

Note: The free router option for any plan upgrade is only available to subscriptions of at least 12 months.

9. I have subscribed to TIME Fibre Home Broadband but my service has not been activated yet. Do I have the option of upgrading or downgrading my current plan?
Your service will be installed and activated at the speed you have subscribed to, and it will be upgraded no later than a week after. Once that’s done, you can change your plan on Self Care.

 

1. What is TIME Fibre Unlimited Home Broadband?
TIME Fibre Unlimited Home Broadband is a high speed Internet access service brought to you by TIME dotCom Berhad (referred subsequently as “TIME”). This service offers a high-speed, reliable Internet connection utilising a state-of-the-art fibre optic network. With the high- speed bandwidth, it is ideal to support most broadband applications such as voice, web surfing, video streaming, e-commerce and other Internet based applications at unlimited usage.
2. What is unique about TIME Fibre Unlimited Home Broadband as compared to other internet providers?
TIME Fibre Unlimited Broadband runs on a high-speed fibre optic network which is also capable of giving you access to the Internet at higher speeds of up to 1 Gbps.
3. Is there a minimum contract period?
Yes, there is a 12-month and 24-month contract period.
4. What are the service charges like - deposits, installation etc?
Yes, these are the service charges for TIME Fibre Unlimited Home Broadband packages:

Service Charges for Latest TIME Fibre Home Broadband Packages

Installation Fee:  

Waived. We provide basic cabling services of up to 15 metres from point-of-entry (your main door) to the location you have designated for your equipment (e.g. router).

Additional charges may apply for requests beyond the basic cabling services we provide depending on your requirements. Please ask for the approved rate card to confirm cost to be incurred (if any), which are payable directly to the TIME-appointed installer.

Stamp Duty: RM10

Default Bill:  Softcopy

Paper Bill (optional): RM5

During the promotional period, or otherwise stated, we will waive the Installation Fee only.

5. Does TIME Fibre Home Broadband come bundled with a voice service?
Yes. By default, you get TIME Voice Home Basic with the option to upgrade to TIME Voice Home 10 Plan.

TIME Voice Basic

  • No monthly commitment fee
  • Pay-as-you-use
  • 9 sen per minute for all domestic calls (fixed and mobile) and 8 sen per minute for IDD calls to 60 countries.
  • No contract term

TIME Voice 10 Plan

  • RM10 per month
  •  2,000 minutes entitlement: Valid for calls to all fixed and mobile numbers nationwide, as well as IDD calls to 60 countries.
  • Upon full utilisation of 2,000 minutes: 9 sen per minute for all domestic calls (fixed and mobile) and 8 sen per minute for IDD calls to 60 countries.
  • A 12-month contract term will apply if you upgrade from TIME Voice Basic to TIME Voice 10 Plan after your initial subscription. The full sum (less any sum already paid) will be due in the event that the subscription is cancelled during the contract term.

Note: 2,000 minutes must be utilised within 12 months of your entitlement, after which, any unutilised minutes will be forfeited. Your 2,000 minutes entitlement will be refreshed every year until you cancel your TIME Voice 10 Plan subscription. 

6. What type of equipment does TIME provide with my subscription?
We provide a WiFi router and a DECT cordless phone with every subscription.
7. What happens if the equipment provided by TIME becomes faulty, damaged or lost during my contract period?
All equipment we provide are covered by a limited warranty during your contract period. Any loss or damage due to negligence or abuse is not covered under the warranty, and any requests for replacements are chargeable.

Equipment Warranty Period
WiFi Router 3 years warranty
DECT Phone 1 year manufacturer’s warranty
Optical Network Unit (ONU) Lifetime warranty

Please call our 24-hour Customer Service Centre at 1800 18 1818 for further information.

8. How long does it take for TIME to install and activate my service?
Installation can take 2 to 4 hours depending on the type of unit you live in. The installation process involves a site survey, ducting, piping, electrical work, equipment configuration and testing.
9. Will I be charged for cabling work that needs to be carried out?
TIME provides basic cabling services of up to 15 metres from point-of-entry (your main door) to the location you have designated for your equipment (e.g. router). Should relocation be required in the future, charges will apply based on the cabling material and manpower required. Additional charges may apply for requests beyond the basic cabling services we provide depending on your requirements. Please ask for the approved rate card to confirm cost to be incurred (if any), which are payable directly to the TIME-appointed installer.
10. Will there be any drilling involved during the installation process?
Yes, some drilling may be necessary, but we will request your prior approval.

11. Can I request TIME’s authorised installer to configure / provide IT support services for my own router or equipment that is not provided by TIME?
Yes. This is chargeable at RM80 per hour up to a maximum of RM300 per day, and is payable directly to the TIME-appointed installer.
12. Who is entitled for upgrades to the new TIME Fibre Home Broadband plans?
Everyone who has an active service as of 22 March 2016 has been automatically upgraded to speeds of up to ten times faster than before, with no changes to subscription fees and contract term.
13. What speed upgrade am I entitled to?
Your previous plan Your new plan
Up to 14Mbps 100Mbps (Unlimited)
 

15Mbps to 20Mbps

 

300Mbps (Unlimited)

100Mbps (100GB quota)
 

30Mbps to 50Mbps

 

500Mbps (Unlimited)

14. Can I terminate the subscription of the service within the contract period?
Yes. However, there will be a RM500 penalty fee.
15. What is the billing process for the TIME Fibre Unlimited Home Broadband service?
Subscribers will be billed on a monthly basis and these billings will be issued by TIME dotNet Berhad which will be sent via email. Should the customer request for a printed bill, a service charge of RM5 per month shall be included into the subscription fee. Monthly statements will include the internet service and voice service charges
16. How long does it take for TIME to install and activate my service?
Installation can take 2 to 4 hours depending on the type of unit you live in. The installation process involves a site survey, ducting, piping, electrical work, equipment configuration and testing.
17. What happens to my Boost feature?
We’ve given you outrageous broadband speeds at no quota so you don’t even need Boost anymore! 
18. I’ve checked but it doesn’t look like my speed has been upgraded. What do I do?
Please try resetting your router. If that doesn’t work, contact us at 1800 18 1818 or cs@time.com.my so we can sort it out for you. 
19. I was previously on TIME Fibre 100Mbps Home Broadband with a 100GB quota. Is this still applicable?
You’ve been upgraded to our 300Mbps plan with absolutely no quota restriction!
20. Can I upgrade or downgrade my plan if I want something else?
Yes, you can modify your plan via the TIME Self Care Portal
21. Are there any charges for upgrading or downgrading my plan?
We understand that you may have a need for speed that 100Mbps or 300Mbps may not satisfy. So we want you to pick a plan you like and treat you to one plan modification at no cost. We hope you find the one!

22. Can I upgrade or downgrade my plan again after doing so once?

Yes you can. The table below illustrates what happens if you do.

Plan Modification Within contract term After contract expiry
Upgrade Downgrade Upgrade Downgrade
Contract reset 24 months
Penalty N/A One month subscription fee of previous plan N/A N/A
23. I'm on other TIME Broadband services; can I upgrade to the TIME Fibre Broadband services? Do I need to pay for it?
Yes, you may do so. The charges are based on the new packages subscribed and with the current promotions. Please take note that the new contract period will start from the day of activation.
24. How do I terminate my subscription and how long does it take for TIME to terminate my subscription?
Contact us at 1800 18 1818 or cs@time.com.my. We will send you a service termination form, which you will have to complete and return to the same email address.

Please note that we require a one (1) month termination notice.

Your request will be processed within 7 working days of receipt.

25. Do I need to pay any upfront deposit to subscribe to the service?
No upfront deposit is required for local residents. An upfront deposit of RM500 is required for foreign residents only.
1. What is TIME Fibre Internet™ Basic?
TIME Fibre Internet Basic™ is a high speed Internet access service brought to you by TIME dotCom Berhad (referred subsequently as “TIME”) specially designed for business customers. This service offers a high-speed, reliable Internet connection utilising a state-of-the-art fibre optic network. With the high-speed bandwidth, it is ideal for supporting most business broadband applications such as sending data, emailing, web surfing, video streaming and conferencing, e-commerce and other Internet based applications.
2. What is unique about TIME Fibre Internet™ Basic as compared to other internet providers?
TIME Fibre Internet™ Basic runs on 100% pure fibre optic network up to customer premises which is also capable of giving you high speed Internet of up to 50Mbps.
3. Do I need a phone line to get connected to TIME Fibre Internet™ Basic?
You do not need a phone line to be connected to the service. However, a fibre optic connection into your home would be required for this service. TIME provides complete installation services into your home for your convenience.
4. Is there a minimum contract period?
Yes. You will be bound to a 24-month contract period upon subscription unless stated otherwise.
5. What are the prices and the features for TIME Fibre Internet™ Basic?
The Packages are as below:

time business fibre broadband package

6. Are there any additional service charges that will be incurred?
Yes, these are the service charges for TIME Fibre Internet™ Basic packages:

time fibre broadband bill

– Installation fee of RM249 is waived for 24-month package (applicable to all TIME Fibre Internet™ packages).
– * Zero entry cost: Equipment deposit of RM300 and one month advance fee waived.

7. Can I purchase additional BOOST usage?
Yes, you can subscribe based on the charges below:

time fibre broadband Boost package

8. Can I purchase additional hosting services?

Yes, you can subscribe based on the charges below:time business fibre hosting package

9. Will there be any charges for additional cabling?
>TIME shall provide basic cabling services and a wall-socket installation to one location within the customer’s premises that is within 10 meters. Any additional cabling work will need to be borne by the customer directly with the contractor. The charges for additional cabling are as follows:

time fibre additional cabling

10. Do I need to purchase any additional equipment?
No. There will not be a need to purchase additional equipment in order to get connected to TIME Fibre Internet™ Basic. TIME will supply the necessary equipment.
11. What is the warranty for the customer premises equipment (CPE) provided by TIME for this package?
You can find the warranty period for the customer premises equipment as below:

Equipments Warranty Period
Optical Network Unit (ONU) Lifetime warranty
Basic Router 1 year warranty/1 time replacement

*The warranty will void once the replacement is done. Once the warranty period has expired, customer is responsible to replace or repair the faulty equipment at their own cost.

12. If I request TIME to configure my own router during and after my contract period, how much will I be charged?
You can find the charges as below:

Details Price(RM)
Ad-hoc configuration of customer’s equipment (routers, modems)
On-site support and troubleshooting
RM80/hour
13. Should the equipment become faulty, damaged or lost during my contract period, will I be charged for it?
All TIME Fibre Internet™ Basic equipment provided by TIME will be covered by a limited warranty by TIME throughout the duration of the contract period. However, the loss of equipment or damage due to the customer’s negligence or abuse will not be covered. TIME will provide replacement equipment which will be charged to the customer.  Please call our 24-hour Customer Service Centre at 1800 18 1818 for further information.
14. How can I subscribe to the TIME Fibre Internet™ Basic service?
You may sign-up for this service via the application page here
15. What are the documents required for the subscription?
Business customers are required to provide:

  • Photocopy of Form 24 or Form 49 (Company), Form 13 (if applicable) or.
  • Photocopy of Form D & A (Sole Proprietorship) or
  • Form D & B (Partnership) or
  • Form 79 or Form 80 or Form 80a or Form 83 or Form 83a (foreign company) or
  • For NGO/Association/Cooperative; certificate of practice issued by the relevant authority
16. Can I request TIME to configure my own router or any other additional feature?
Configuration and activation shall be done on a default and standard requirement set by TIME which will be done by our installers or field technician. If customer request to configure their own router or their own equipment’s which not a TIME standard configuration, a chargeable fee of RM100 must be paid direct to the installers. Please take note that TIME will not be responsible or maintain any additional configuration or any features on equipment’s request or provided by the customer that is non-standard to TIME.
17. Can I upgrade or change my package plan anytime within the contractual period?
Yes, you are allowed to upgrade your package one month after the subscription of the service but the service upgrade will only be effective on the next billing cycle. No additional fee will be charged for the upgrade. However, if you wish to downgrade to a lower packages within the contract period, a penalty of 1 month fee will be implemented for TIME Fibre Internet Basic and new contract period will start.
18. Can I terminate the subscription of the service within the minimum contract period?
Yes. However, if you terminate the subscription within the minimum contract period (24 months), you will be charged for the remainder of the contract.
19. Do I need to pay any upfront deposit to subscribe to the service?
No upfront deposit is required for local companies. An upfront deposit of RM1000 is required for foreign companies.

20. What is the billing process for the TIME Fibre Internet™ Basic service?
Subscribers will be billed on a monthly basis and these billings will be issued by TIME dotNet Berhad which will be sent via email. Should the customer request for a printed bill, a service charge of RM5 per month shall be included into the subscription fee.

21. How long does it take for TIME to install and activate the service?
TIME will take minimum of 7 working days to install the equipment (subject to customer availability and building access), perform the fibre-optic cabling works and activate the service.

22. How long does it take for TIME to cancel the service?
Subscribers must notify TIME by giving a 30-day written notice within the same month should they wish to terminate their service. However, please be remember that terms of termination will be applicable if termination is made within the contract period.

23. What is the difference between TIME Fibre Business Internet™ Plus and TIME Fibre Business Internet™ Basic plans?
TIME Fibre Business Internet™ Plus comes 10,000 minutes free voice calls and TIME Fibre Business Internet™ Basic comes with 5,000 minutes free voice calls.

1. Can Astro customers subscribe to TIME Fibre 100Mbps Home Broadband ?
It is not currently bundled as part of Astro B.yond IPTV package, customers can only subscribe to existing broadband packages offered through Astro.

TIME Fibre 100Mbps Broadband package can only be subscribed directly through TIME.

2. Will the discount be reflected in my monthly billing?
Yes the RM25 discount on your broadband package will be reflected in your monthly billing. You must select any one of the Superpacks to enjoy this discount